Supporting The Mobile Client: Expanding Our Borders John Guidone Manager, Desktop Technologies and Dawn E. Colonese Manager, Help Desk & Client Access

What We Will Cover Today What is mobile computing and who is doing it? What are the questions and strategies used we used to support developing technology? How did we know it was time to start supporting mobile users? We will not cover –BlackBerry Enterprise Server (BES), Good Link, Citrix, imaged computers What is mobile computing and who is doing it? What are the questions and strategies used we used to support developing technology? How did we know it was time to start supporting mobile users? We will not cover –BlackBerry Enterprise Server (BES), Good Link, Citrix, imaged computers

Definition of a Mobile Client Anyone who leaves their main office and expects network computing support Examples are: –Telecommuters (home computer) –Roaming users (laptops in Yale buildings) –Library and cafes –Traveling (laptops, smart phones, PDAs) –Satellite offices and clinics (desktops, laptops, smart phones, PDAs) Anyone who leaves their main office and expects network computing support Examples are: –Telecommuters (home computer) –Roaming users (laptops in Yale buildings) –Library and cafes –Traveling (laptops, smart phones, PDAs) –Satellite offices and clinics (desktops, laptops, smart phones, PDAs)

Support Challenges for Mobile Clients 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Support Challenges for Mobile Clients Listen Limit Train Listen Limit Train 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Listen Make the technology available to your IT people Facilitate and create a user group that are responsible for the devices Listen to your clients: monitor Help Desk calls, listen to anecdotal, hallway conversations, look for trends Make the technology available to your IT people Facilitate and create a user group that are responsible for the devices Listen to your clients: monitor Help Desk calls, listen to anecdotal, hallway conversations, look for trends 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? As a direct result of listening to our clients, we expanded Help Desk hours.

Limit Service Level Agreement (SLA) Be specific on what you can support and your limitations Non-Yale user names and passwords Use of non-ITS recommended hardware or OS Initial setup of internet access Special ISP configuration/information Call duration Service Level Agreement (SLA) Be specific on what you can support and your limitations Non-Yale user names and passwords Use of non-ITS recommended hardware or OS Initial setup of internet access Special ISP configuration/information Call duration 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Service Level Agreement (SLA) 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? Published at our web site

Sample Home Set-Up Network 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Training for staff - Boot Camp Sample question from Boot Camp training for new employees. 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? Which answer does not apply before starting the Linksys router configuration setup? a.The computers have internet access with the current setup i.e. DSL/cable modem b.The wired/wireless networking cards are installed in each computer that will connect to the router. c.Power cycle the router d.Any special configuration instructions / information from your ISP

Training for staff Attend conventions, classes and trades shows. Learn from each other. Use support staff’s home setups to help with testing. Train your clients to use recommended products. Document installation, configuration and troubleshooting guidelines for new services. Documentation is updated by staff either on a schedule or as needed. Attend conventions, classes and trades shows. Learn from each other. Use support staff’s home setups to help with testing. Train your clients to use recommended products. Document installation, configuration and troubleshooting guidelines for new services. Documentation is updated by staff either on a schedule or as needed. 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Training for staff Documentation Wireless Security Screen Security settings and WPA/Pre-Shared Key Encryption Methods Advanced Encryption Standard (AES) Documentation Wireless Security Screen Security settings and WPA/Pre-Shared Key Encryption Methods Advanced Encryption Standard (AES) 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Training for staff 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? New computer lab

Training for staff 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? New computer lab with web cam

Support Challenges for Mobile Clients How do we secure a device that is not in our “controlled” environment and has the possibility of multiple users including spouses and children? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Security is a Snap! … Also see: Security Announcements ITpartners-list Archives How to Prevent Problems Best practice & HIPAA requirements Safe Computing: Clear Advice Personal Firewall Protection and VPN Identity Theft || Phishing PDA security Wireless security Remote Access and Windows Networking Virus/Malware information … 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

How do we keep a computer secure? Solutions are: Best Practices –Self help –Patch management –Antivirus –SSL –VPN for wireless and home System and Networking Policies –Lost devices –Encryption –Limited enforcement but consequences Use HIPAA security rule to set best practices Solutions are: Best Practices –Self help –Patch management –Antivirus –SSL –VPN for wireless and home System and Networking Policies –Lost devices –Encryption –Limited enforcement but consequences Use HIPAA security rule to set best practices 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Collaboration 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? To be successful and offer quality support, departments need to partner and collaborate (i.e. sharing resources and knowledge).

Collaboration Telecom –First point of contact Security –VPN, remote desktop, SSL, anti-virus Library –Student needs, medical and reference software –Proxy services electronic journals Law School, School of Management, Central IT –Keep support consistent/leverage resources Inside our own support organization –Help Desk, Desktop Support, Walk-in Telecom –First point of contact Security –VPN, remote desktop, SSL, anti-virus Library –Student needs, medical and reference software –Proxy services electronic journals Law School, School of Management, Central IT –Keep support consistent/leverage resources Inside our own support organization –Help Desk, Desktop Support, Walk-in 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Collaborating with other departments Level of Support Time and Effort Cost No Support, against policy One device for all problems A method for each need Anything, anywhere 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Support Challenges for Mobile Clients Buying a laptop is not the only way to stay connected 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Stay connected best methods Kiosk – , meetings, contacts, task list Remote Desktop –Difficult to setup and stay synchronized –Any laptop will work Laptop Mobile technologies –PDA –Smart phones Kiosk – , meetings, contacts, task list Remote Desktop –Difficult to setup and stay synchronized –Any laptop will work Laptop Mobile technologies –PDA –Smart phones 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

Reasons for getting a PDA 1.You need to check and briefly respond to your when traveling 2.To briefly record simple messages, or access simple notes 3.Check and make appointments 4.Pocket Medical Reference guides 5.Filling out small forms electronically (usually requires custom coding) 1.You need to check and briefly respond to your when traveling 2.To briefly record simple messages, or access simple notes 3.Check and make appointments 4.Pocket Medical Reference guides 5.Filling out small forms electronically (usually requires custom coding) 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected? 1.How do we adapt to change in technology? 2.How do we keep a computer secure? 3.How do we collaborate with other departments? 4.What is the best method to stay connected?

What is still left to do International travelers Managing devices at home Can our support staff make home visits? Boot Camp into Training Management System International travelers Managing devices at home Can our support staff make home visits? Boot Camp into Training Management System

Conclusions with lessons learned It takes consistent effort to maintain. With new services, you should start small and expand gradually. Have a vision for how you will provide support for mobile users. Provide policies and guidance as we are already doing this support. Don’t let fear or denial motivate your decision. Work with the Telecom or the procurement department to agree on one cell phone service provider. It takes consistent effort to maintain. With new services, you should start small and expand gradually. Have a vision for how you will provide support for mobile users. Provide policies and guidance as we are already doing this support. Don’t let fear or denial motivate your decision. Work with the Telecom or the procurement department to agree on one cell phone service provider.

Resource List Library PDA applications Standard System and Network Security Hardware/Software and Configurations General Hardware Recommendations Service Level Agreement Library PDA applications Standard System and Network Security Hardware/Software and Configurations General Hardware Recommendations Service Level Agreement Specific technology Samsung i730, Treo 650, Blackberry 7250, Lynksys Netgear, Cisco VPN 4.7 Cisco Concentrator 3000 Remote Desktop Windows, VNC for Mac

Supporting The Mobile Client: Expanding Our Borders Q & A